The holiday season marks the most important time of the year for many businesses, while the measure of success is placed on total sales, the work of a company’s contact centre is equally important. Sales provide an immediate impact, but the contact centre’s role in supporting the total customer experience ensures that impact is not […]

The contact-centre industry lacks visibility into job applicants’ capabilities across verticals and geographies. Brent Holland, EVP at FurstPerson, walks us through research on data captured from global contact-centre applicants to help close the knowledge gap and provide insight into the relative strengths and limitations of talent pools. Contact centres are an efficient, cost-effective vehicle for [...]

Financial institutions are all about the numbers. Credit scores, income levels, tax brackets. You name a piece of big data and the financial industry has learned how to find it, measure it, slice it and dice it. Except when it comes to Voice of the Customer (VOC). VOC data has historically been extremely challenging to […]

When it comes to WFM, there are some very important things that are generally not considered. What happens when contact-centre agents, the frontline soldiers of your organisation, are not happy? Traditionally, WFM adopted in the past has not been very accommodating to agents. Managers would create forecasts, plan and schedule – the latter often done [...]

Your contact centre agents are your company’s face to the outside world. They’re on the front-line with your customers every day—the employees you trust to maintain those critical buyer relationships. But the job of a contact centre agent isn’t an easy one. And those roles are vulnerable to high turnover. It takes a special mindset to […]

In a previous blog post, we discussed how a solid customer engagement plan starts with an engaged workforce. In the contact centre, this means agents who are not only armed with the right tools, training, and technology to best serve customers in every single interaction, but who are focused on building long-term, loyal relationships with […]

Calabrio Customer Connect (C3) 2017 is a wrap and we couldn’t be more grateful to our customers, partners and employees who helped make it a week to remember. Here are my biggest takeaways from this year’s conference: Measure what matters. If our goal is zero agent turnover, we need to reevaluate metrics and change the […]

Today’s best brands provide the ultimate customer experience. They take advantage of contact centre data in order to better understand customers, all while ensuring that agents feel supported and engaged in their work. This week at Calabrio Customer Connect (C3), we debuted a new, integrated Calabrio ONE platform with unparalleled reporting and business intelligence capabilities [...]